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Collecting Data: Read First for Tivoli Service Request Manager

Product documentation


General collecting data guidance for IBM Tivoli Service Request Manager


For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs).

Gathering this data before calling IBM® support will help you understand the problem and save time analyzing the data.

Collecting troubleshooting data early, even before opening the PMR, helps IBM® Support quickly determine if:
- Symptoms match known problems (rediscovery).
- There is a non-defect problem that can be identified and resolved.
- There is a defect that identifies a workaround to reduce severity.
- Locating root cause can speed a development code fix.

Service Request Manager provides a variety of log files that provide informational and troubleshooting data. If you require assistance from IBM® Software Support, you might be asked to provide one or more of these files:

Web Application Server log files

The J2EE application server (such as Websphere Application Server) produces application log files. These log files provide results for various runtime functions related to Service Request Manager. The whole log directory should be collected.

For Websphere Application Server (WSAS) the directory is in this form:
<WSAS home>\AppServer\profiles\<application profile name>\logs
For example, a typical default install of WSAS and SRM on Windows would have this directory:

C:\Program Files\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\logs

Installation log files

Several log files are created each time that Service Request Manager (SRM), Base Services for SRM, or Middleware for SRM using MWI are installed or uninstalled. These log files provides results for each step in the install or uninstall process. If a warning or failure occurs during the installation or unistallation, the files indicate at which point the warning or failure occurred. These files can be divided into two groups: MWI install logs and BaseService/SRM install logs.

If the issue is with installing middleware (DB2, WSAS and/or TDS) using the Middleware Installer (MWI), then collect these logs:

- The Deployment Engine acsi log directory. Get the whole directory. It is in this form:

<acsi install directroy>\logs

For example on Windows it would be:

C:\Program Files\ibm\common\acsi\logs

- The MWI workspace and mwi.log. Get the whole directory. It is in this form:

<MWI home>\workspace

For example on Windows it would be:


While the whole directory should be collected, for investigation it is recommended you first look at the mwi.log and DE_Install.log files.

If the issue is with installing Base Services or SRM itself, then collect these log directories from the Windows administration workstation. Get the whole directories. They are in this form:
<Admin Workstation home>\logs
<Admin Workstation home>\solutions\logs
<Admin Workstation home>\wasclient\logs
<Admin Workstation home>\maximo\tools\maximo\log

For example, using default directories they would be:

Installed product versions

It is also very helpful to know the product versions. In order to quickly obtain the product versions run this command on the Administration Workstation and collect the output:

<Admin Workstation home>\bin\solutionInstaller.bat -action showInstalled -type all

With the default directories this would be:

C:\ibm\smp\bin\solutionInstaller.bat -action showInstalled -type all

Original publication date


Product Alias/Synonym


Document information

More support for: Tivoli Service Request Manager

Software version: 7.1, 7.2

Operating system(s): AIX, Linux, Solaris, Windows

Reference #: 7016537

Modified date: 13 August 2009

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